As budgets continue to shrink, government agencies have to provide more services with fewer resources. Individuals with the greatest need for social support are the most likely to suffer. Sue Settles, Chief of the Division of Human Services at the United States Bureau of Indian Affairs (BIA) was determined not to let that happen and looked to technology to help her solve this very human issue. With the help of Hitachi Consulting, BIA created a state-of-the-art case management solution that helps BIA realize its mission to improve the quality of life for its constituents.
The Challenge: Chartered with providing assistance and social services to the neediest in Indian Country; BIA reaches 565 federally recognized tribes. Social workers at BIA manage approximately $74 million worth of services, generate 175,000 checks and serve 15,000 people per month. However, obsolete systems, manual processes, and cumbersome paperwork hindered the agency's ability to effectively manage social services for its ervice population of 1.9 million American Indian and Alaska natives.
The Solution: To modernize and strengthen its case management capabilities, BIA turned to Hitachi Consulting to create a full lifecycle case management solution, built with Microsoft Dynamics CRM and Microsoft SharePoint technologies. The solution automates data management and access, streamlines operations, and integrates with other departments.Unencumbered by paperwork and empowered by information access, BIA case workers are now able to be more efficient and productive and spend more time directly with clients.
The Result: BIA has been able to improve case load management, increase face time with disadvantaged constituents, enhance inter-agency collaboration, and improve oversight. But the impact goes far beyond business efficiency to mission effectiveness. BIA is now able to provide more of the social services needed to help improve Indian quality of life, and help protect the children, elderly and disabled from abuse and neglect. In fact, the solution was recently recognized with a Laureate Award by the 2011 Computerworld Honors Program for its visionary use of technology to promote social innovation.
© Arc, All Rights Reserved. Request academic re-use from www.copyright.com. All other uses, submit a request to TMSalesOperations@arc-network.com. For more information visit Asset & Logo Licensing.